"This is not trivial; this would rank up there as the sort of thing you don't want to let sit around," warns Jim Magdych, security research manager for PGP Security, a unit of Network Associates Inc. Covert Labs labeled a vulnerability it found in the Oracle 8i Transparent Network Substrate Listener, which establishes remote communications with Oracle database services. According to Covert, if the correct buffer overflow condition is created by a hacker, arbitrary code can be executed that would hand over full control of the database services to the attacker. In some instances, attackers can gain full control of the operating system. Covert warns that since the buffer overflow occurs before any security authorization, the TNS Listener is vulnerable despite password protection.
This vulnerability applies to Oracle 8i Standard and Enterprise Editions version 8.1.5, 8.1.6, 8.1.7 and previous versions for Windows, Linux, Solaris, AIX, HP-UX, and Tru64 Unix, says Covert. Oracle has issued a patch, with bug number 1489683, which can be found at metalink.oracle.com. A second, medium-risk vulnerability in the Oracle implementation of the TNS over net* (SQLNet) protocol permits a denial-of-service attack, launched by a remote attacker, against any Oracle server relying on the protocol, including the TNS Listener, Oracle Name Service, and Oracle ConnectionsManager. This vulnerability also applies to Oracle 8i Standard and Enterprise Editions version 8.1.5, 8.1.6, 8.1.7 and all previous versions for Windows, Linux, Solaris, AIX, HP-UX, and Tru64 Unix. Oracle has also posted a patch for this vulnerability, with bug number 1656431, at metalink.oracle.com. Magdych predicts companies will take this vulnerability seriously. "A database vulnerability is a little different than a Web server vulnerability that allows a defacement. Companies store a lot of sensitive information on these databases; allowing someone to read or modify that information is not something to be taken lightly." More information on both vulnerabilities can be found at www.pgp.com/research/covert/advisories.asp.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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